Customer Success Manager, Mid Market

Our Mid Market Customer Success Managers (MM CSM) work with customers post-sale to ensure they get continued value from their investment in Articulate 360. The MM CSM will build & expand relationships with customers in our medium-sized business segment. The MM CSM will be responsible for onboarding, driving product adoption and satisfaction, renewals, and partnering with sales counterparts to expand our footprint within these accounts.

What You'll Do:

• Effectively manage a book of our mid-market customers 
• Ensure a seamless customer experience throughout the entire life cycle - from onboarding through engagement and renewal 
• Proactively drive customer adoption and mitigate retention risk
• Manage the renewal process by navigating complex commercial terms, leading to on-time renewals that maximize net revenue retention
• Increase customer retention by conducting effective check-ins, kick-off calls, and business reviews
• Accurately forecast renewal revenue for current and future quarters
• Meet key performance indicators around customer touch points, churn, customer satisfaction, renewal, and account expansion
• Partner effectively with cross-functional teams including Sales, Legal, Product, Order Management, Marketing, Finance, and Support
• Lead with a customer mindset and connect their key business pains to specific product benefits and value propositions
• Be the voice of the customer internally to share product feedback and resolve customer challenges
• Drive customer advocacy, case studies, and partnership opportunities through stakeholder engagement and relationship building
• Participate in all enrichment and enablement activities as assigned
• Participate in special projects and additional responsibilities as needed

What You Should Have:

• 5+ years experience working in a customer-facing account management, sales or customer success role
• A strong understanding of customer success
• Experience managing a book of 100+ customer accounts
• Experience directly managing renewals, driving renewal strategy, and handling customer negotiations
• A customer-centric mindset and the ability to continuously connect customer’s business pains to specific product benefits and value propositions 
• Experience creating and upleveling strategic relationships with key stakeholders
• Ability to prioritize a large but strategic book
• Excellent critical-thinking skills
• High commercial acumen and strong discovery skills
• Resiliency, adaptability, and experience thriving in a fast-paced environment
• Ability to work independently, with a high sense of self-accountability and as part of a collaborative team
• Excellent verbal, written communication and presentation skills
• 2+ years experience in SaaS
• 2+ years experience using Salesforce 

About us
Articulate Global, LLC, is the leading SaaS provider of creator platforms for online workplace training. Founded by Adam Schwartz in 2002, Articulate provides creator tools and services that make it simple for enterprises and SMBs to develop, deliver, and analyze online workplace training that’s engaging and effective.  Increasingly, organizations must reskill employees for ever-changing remote and hybrid work environments, create learning cultures that attract and retain employees in a tight labor market, and use training to build more equitable, empowering, and engaging workplaces. Articulate helps organizations address these critical business needs with its creator platform for workplace training. Articulate 360—a suite of creator tools for online courses—was named the 7th most-loved product in the world by TrustRadius in 2021. And Rise—an all-in-one online training system that makes online training easy to create, enjoyable to take, and simple to manage—is the first creator platform for SMBs and departments within the enterprise. Articulate has more than 118,000 customers in 170 countries and counts all 100 of the Fortune 100 companies as customers.
Named one of Inc. Magazine’s Best Workplaces 2022 and a leader in building a human-centered organization, Articulate is guided by a commitment to provide the best value to customers, do right by employees, and create an equitable, empowering workplace for all. As a human-centered organization, we honor people’s humanity knowing that each person’s unique history, vulnerabilities, and social location inform how we show up with one another. We embrace our connectedness, aware that what we do and say impacts others. We give each other grace because we are all works in progress, learning and evolving every day. And we take responsibility for ourselves and are serio